Customer Service Representative

Description

The customer service representative is responsible for ensuring excellent customer service satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, issues and general inquiries.     

JOB FUNCTIONS:

• Provide exceptional customer service and support to patients and providers
• Assist patients with understanding their statements and resolution of billing issues
• Establish payment arrangements and process payments over the phone and in person.
• Identify and gather new insurance information, which includes screening for charity, answering patient’s questions, and resolving any of the patients account issues.
• Handle inbound and outbound customer service calls regarding billing inquiries
• Maneuver between software systems.
• Review and distribute incoming correspondence 
• Verify insurance coverage and update the patient’s account accordingly.
• Maintain accurate records of customer interactions and transactions
• Partners with other billing and practice site staff to resolve complex matters. 
• Respond to problems promptly.
• Process and bill insurance claims in accordance with payer requirements and organization policy. 
• Keeps management abreast of all outstanding issues. 
• Other duties as assigned. 

Requirements

Education:

• High school diploma or equivalent 

Experience:

• Previous experience with customer service/call center, preferably in a medical setting
• Experience in handling confidential data, patient demographic information

PERFORMANCE REQUIREMENTS:

Knowledge, Skills & Abilities:

Skills:

• Bilingual in Spanish 
• Excellent organization and time management skills
• Strong communication and interpersonal skills
• Attention to detail and ability to handle sensitive information

Abilities:

• Ability to remain focused and productive each day as tasks may be repetitive 
• Ability to effectively work and communicate with coworkers, patients, and outside agencies
• Ability to present oneself in a courteous and professional manner at all times
• Ability to prioritize multiple tasks in a busy work environment
• Ability to work effectively in a team-based environment 

Physical Requirements:

• Involves sitting approximately 80 percent of the day, walking or standing the remainder. Some bending, stooping, and lifting up to 25 pounds.

Equipment Operated:

• Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.

Work Environment:

• Position in a well-lit and well-ventilated office environment. Frequent contact with a variety of people.

Safety:

• All employees are responsible for complying with safe and healthful work practices as outlined in the Company’s Employee Safety and Injury and Illness Prevention Program and policies and procedures specific to their department needs.